WINIFRED ODU EDE
ABUJA, NIGERIA · (--· https://www.linkedin.com/in/winifredoduede1/
SUMMARY
Goal-oriented Customer Support Representative with extensive experience in managing client relationships, resolving issues, and
driving customer satisfaction. Proficient in multi-channel communication, CRM tools like Fresh desk, zendesk, intercom Hub spot, and
technical troubleshooting. Skilled in effective communication, problem solving, creating and managing help center content, improving
onboarding processes, and enhancing customer retention. Adept at analyzing data for product improvement and testing new features.
Committed to delivering exceptional service and turning every customer interaction into a positive experience.
SKILLS
Documentation and knowledge sharing
Proactive customer support
Customer relationship Management
Customer onboarding and retention
Critical thinking
Proficiency in support tools like zendesk and fresh desk.
Technical troubleshooting
Effective communication
Email and Chat Support
Effective multi-tasking
Problem solving
WORK EXPERIENCE
Customer Support Representative
Swiftride Car Hire Services | September 2023 – September 2024
Solve customer problems in a timely and personalized manner.
Delivered comprehensive information about company services.
Maintained proactive customer outreach and ensured customer satisfaction.
Collated and analyzed feedback from customers, leading to improved service delivery.
Developed documentation to support both customers and internal teams.
Identified problem areas and flagged them to the concerned team.
Worked closely with product teams to resolve issues and share customer feedback.
Managed chat and email client communication using Intercom and fresh desk.
Managed and helped create the help center, including both text and video how-to content.
Detected and enhanced use cases that lead to customer retention
Customer Service and Support / Customer Success Manager
Racaph Travels and Logistics | October 2020 – September 2023
Provided customer support and assistance to customers
Managed bookings and coordination.
Handled customer relationship management.
Generated quality leads and nurtured them through the sales funnel. This led to 25% increase in sales revenue.
Handled inbound and outbound calls and email campaigns
Customer Service Representative
MBA Capital Investments Company | June 2019 – August 2020
Provided support to customers
Delivered comprehensive information about company Packages
Maintained proactive customer outreach and ensured customer satisfaction.
Collated and analyzed feedback from customers, leading to improved service delivery.
Developed documentation to support both customers and internal teams.
Answered customer questions and resolved issues.
EDUCATION
Bachelor of Science BSc. in Mass Communication
Benue State University, Nigeria | February 2016
CERTIFICATIONS
On-Demand IT Skills- Digital witch training- 2024
Serving customers through chat and text- Linkedin learning 2024
Soft skills training- Jobberman 2022
Exceptional customer service- PINCUS Concept 2019
